When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST? Create a clear picture of what is changing and why it is valuable Develop a value stream map of the desired future changes Create corrective action plans for staff who are resistant to the change Communicate areas of waste that can be eliminated.
Which is NOT a method for users to request services? Contact the service desk to request a new computer Use a self-service portal to download an application Ask a technical support engineer the price of providing a new service OK Use a chatbot to get information about the availability of a service .
Which methods or concepts relate to encouraging and managing customer and user feedback?
i Gamification within user communities
ii Service performance reports
iii Guiding principles
iv Surveys within service provider organization
i and ii ii and iii i and iii iii and iv.
A service provider has built a ‘cooperative relationship’ with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?
Ad-hoc joint service reviews of costs and benefits Continual tracking and analysis of the outcomes, costs, and risks Joint service reviews of achievements of service targets Review of costs of service provider technology upgrades.
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
Agree on the appropriate level of detail and perspective describing the value stream Identify all the practices the organization is currently using Make the team aware of the organization's governance policies Start a request for proposal (RFP) exercise to find a consultant who can document the value streams.
A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks. What should the service provider use to expand how users access support and improve the user experience? Omnichannel management Service level management Service interaction method Benefits dependency network.
Which dimension considers data security and privacy?
Organizations and people Information and technology Partners and suppliers Value streams and processes .
An organization is concerned about the possibility of IT issues affecting their revenue. What IT measurement will BEST help to manage this? Service availability percentage Impact and duration of incidents Number and percentage of failed changes Number of security compliance violations
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Which describes the nature of the guiding principles? Guiding principles can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions An organization will select and adopt only one of the seven guiding principles Guiding principles describe the processes that all organizations must adopt.
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive
industry. Customer expectations that are changing in unpredictable ways, and nuclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
Set clear objectives and apply proven best practices Ask experts to analyse the options and provide a recommendation Use safe-to-fail experiments to collect knowledge Take quick action to stabilize the situation.
Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products? Valuable investments Resilient operations Fast development Assured conformance.
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity? The organization needs to maintain high levels of information security The organization is not ready for a cultural change The organization needs high levels of IT service availability The organization is facing rapidly changing customer needs .
A start up organization has progressed quickly but needs an injection of funds to develop its new prototype. It is currently ranked number 7 by a financial firm in a proposed investment program. Of the approaches below, which ones will best assist in defining a plan? Lean, Resilient Continuous, Co-creational Agile, Lean Co-creational, Agile.
A service provider is launching a new service. The target market is users who have limited
experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
Provide simple on-line support and provide contact numbers for the service desk Use machine learning chatbots to anticipate the needs of the users and provide solutions Implement a 'shift left' approach to provide support and downloadable help articles Use popular networking sites to promote and provide on-line user support.
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
Ensure there is adequate capacity to meet the increased demand of the changes Ensure adequate knowledge and skills to support the customer's changes Respond in a timely manner to the customer's enquiries Be respectful of the consumer organization's decision to make these changes.
Which describes the value driven approach to service design? The practice of analysing a business, defining its needs, and recommending solutions that create value for stakeholders An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation A process improvement philosophy that prioritizes flow efficiency over resource efficiency Designing just enough features to satisfy early customers, and providing feedback for future development.
What is the expected outcome from using a service value chain? Service value streams Customer engagement Value realization The application of practices.
A software developer spends time talking to users about how they might use the software. What is this an example of? Safety culture Resilient operations Design thinking Complexity thinking.
Which describes user-centered service design? Building a prototype of the minimum functionality that can be produced quickly Applying the MoSCoW technique to a set of user requirements Balancing user experience with the technical and business requirements Using value stream mapping to identify a set of user requirements.
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained Send an email to the affected staff and ensure that as much detail as possible is included Use a mix of communication methods and ensure that any feedback received is shared openly on a public fórum.
Which are elements of the service value system? Service provision, service consumption, service relationship management Governance, service value chain, practices Outcomes, utility, warranty Customer value, stakeholder value, organization.
An organization wants to limit additional work created by putting controls in place.
What is the BEST approach for them to take?
Reduce the number of controls that are required by regulatory authorities Automate controls so that people do not have to consciously follow them Measure compliance to requirements instead of putting controls in place Define policies that people should follow instead of defining controls .
An organization is implementing a new Artificial Intelligence speech recognition function in their call queuing system that assesses the customer’s emotion through vocal imprints.
This function is supported by an emotion database. Through an emoticon on the call screen, the agent is made aware of the customer’s emotion and therefore able to respond to the interaction appropriately. In this scenario, under which part of HVIT Culture does the questions of ethics fit?
Purpose People Progress Principles.
An organization aims to make sure that improvement initiatives lead to sustainable improvements, that do not fade away soon after implementation. How can organizational change management (OCM) practice help in achieving this?
By helping to identify, understand, and overcome resistance using a resistance management plan By helping to reinforce the value of the improvement through regular communication and leadership support By ensuring that improvement objectives are communicated to the stakeholders for discussion By providing a training plan to ensure that people have skills need for the change to be implemented
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A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
1 and 2 2 and 3 3 and 4 1 and 4.
How should the seven guiding principles be combined when an organization is making a decision? By using all the guiding principles equally when making any decision By using the one or two guiding principles that are most relevant to the specific decision By using the 'focus on value' principle and one or two others that are relevant to the specific decision By reviewing each guiding principle to decide how relevant it is to the specific decision.
What do Lean and Agile consider a barrier to high performance? Large batch sizes of work Limiting work-in-progress Pulling versus pushing work Making work visible .
Which of the following statements correctly describes mutual readiness? A service consumer has identified that a service provider can deliver the services they require A service provider and service consumer understand one another and are prepared to enter a relationship A service provider has created a new service and is ready to offer it to service consumers. A service provider and service consumer have reviewed the contracts and are both about to sign them.
An organization has historically had a ‘failure is not an option’ culture. As a result, it is common for employees to hide mistakes.
Which would BEST help this organization foster a more open and trusting environment where people do not blame each other for failures?
Safety culture Relationship management Service-dominant logic Cynefin.
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the
organization?
Develop detailed service descriptions and design documentation Survey key customers who recently moved to the cloud solution Identify key internal stakeholders and develop a communication plan to address their concerns Ensure the company vision and mission are visible to everyone across the organization.
Which statement is CORRECT when considering a transformation to high velocity IT? All organizations benefit from high velocity High performance is usually part of the change High-velocity IT should be applied throughout the organization Customer-facing systems should be excluded from the change.
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this.
How should these activities be combined?
Each practice should define the outputs it will produce and the required inputs it needs to succeed A value stream should be designed to include activities from all practices that are needed Practices should operate as suppliers to each other, using guidance from the 'supplier management' practice The software development manager should define requirements for all practices and ensure that they contribute to the overall service .
What is a reason for a service provider to carry out onboarding activities? Draft service level targets, formally communicated, monitored, reported and reviewed at planning intervals. Building awareness about the new service consumer among all stakeholders. Meet with appropriate customer representatives to give them a clear understanding of the service targets
Define a service-based approach to implement servisse agreements.
A small service provider is experiencing growth and success. Currently all important decisions are made by a small executive group. This creates delays because members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?
Appoint one responsible member of the executive group to make all important decisions Ensure that technical decisions are made by the operational staff who can define the risks Keep high risk decisions within the executive group, but define a policy for delegating Other decisions Refer all decisions to the executive group, who will consider each case and delegate When appropriate.
An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
Design thinking Integration of duties Safety culture Toyota Kata.
Which is an example of results-based measurement and reporting? Measuring and reporting the number of hours worked by service desk employees Measuring and reporting the number of supplier-related interruptions to a service Measuring and reporting the customer satisfaction with closed incidents Measuring and reporting the cost of providing a service to customers and users.
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service.
What is this an example of? An agile approach Shift left Value stream mapping Workforce planning.
What should be done when onboarding users?
i Train users how to request access to services
ii Raise awareness of how users pay for the service
iii Ensure users have signed contracts with the service provider
iv Provide access for users to use services
i and ii ii and iii iii and iv i and iv.
An organization uses internal and external development teams that collaborate well to produce new and upgraded services. When the changes are released, users complain that the service desk staff are often not aware of the changes and that any support issues relating to the changes take a long time to resolve.
What would prevent this situation from occurring in the future?
Outsource the organization's internal support provision to the external development organization Introduce a self-service system for users so that they do not have to rely on the support teams Engage, during the development phase, the support staff who are involved in the value stream for the service Allow users direct access to second-line support teams, bypassing the service desk
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An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers’ jobs done
4. Trust and be trusted
1 and 2 2 and 3 3 and 4 1 and 4.
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